Senior Business Operations Analyst - Customer Operations

Come join a company who is a key leader in the industry scaling the next core commerce infrastructure and on the path from $100M to $500M! Founded in 2012, Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. As the market leader globally, our products are shopper-centric, frictionless, and create memorable commerce experiences. Our products provide a competitive edge through experiences that improve brand trust, amplify product differentiation and assortments, increase conversion rate, improve profit margins, and speed time to market. Learn how the world’s largest brands, including Mars, L'Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday to stand out on the digital shelf. At Salsify, we strive to embody an equitable, diverse, and inclusive company culture. We are united across countries, levels, tenures, and a host of other dimensions of diversity. We understand that while work is just one aspect of who we are, a truly inclusive culture accounts for the full authenticity of every single human being that works here.    About the Opportunity   How You'll Make an Impact: Drive operational excellence: continuously lead identification, prioritization, and execution of improvements across the customer lifecycle Partner to define customer experience strategy: collaboratively evaluate current business and operating models' ability to enable growth, customer needs, and competitive differentiation Lead customer analytics: build analytics and serve as the 'definitive source of truth' for the state of the business, and enable more effective and thoughtful decision-making by synthesising key metrics into reporting/dashboards Enable cross-functional partnership and alignment: develop and leverage strong relationships with sales, professional services, customer success, support, product, and other key leaders to drive optimal customer experience and business success Near-term initiatives may include: Define operating rhythm for Customer Experience leadership, creating process for engagement cadence on focused operational areas, and enabling with action-oriented, functional measures Develop centralized planning modeling and reporting, defining key success metrics across post-sale functions, identifying underlying leading indicators, and fostering leadership alignment for efficient decision-making Facilitate mapping of future state customer lifecycle across each of our core segments, including key activities, success measures, engagement mechanisms, and roles & responsibilities Partner with the professional services team to evolve offerings, enabling higher value and differentiated portfolio development, and ensuring that the supporting operational processes evolve in tandem Evolve foundational revenue recognition and financial metric reporting processes, defining more automated and scalable workflows that support continued hyper-growth Leverage data fluency and technical expertise to help drive deeper insights across our customers’ journeys, bringing product usage & adoption data together with key operational data into insightful analyses Enable accelerated international growth, partnering with EMEA services and success leaders to mature operational processes, reporting, and strategy You'll Enjoy This Role If You Have: We are rapidly maturing our operational capabilities as we continue our high growth trajectory. You are someone who thrives in such a fast-paced environment while focusing on data and performance effectiveness. Specific skills, experiences and attributes we are looking for include: 7+ years in customer success, professional services, BizOps or equivalent experience (e.g., from consulting or an agency) at a high-growth enterprise SaaS company Knowledge of the SaaS customer lifecycle, and a deep understanding of the key success drivers Proficiency in Salesforce and Excel/Google Sheets tools -- Ability to own and drive independent cross-functional analysis projects, working across multiple online and offline data sources; Ability and curiosity to challenge the business and drive a productive discussion Extensive experience developing analyses/reporting using data visualization and transformation tools (e.g., Domo, Tableau, PowerBI, MicroStrategy) Ideally proficient in SQL, with experience blending structured data from disparate sources to test hypotheses and uncover unique insights Able to command the room, influence without authority, and serve as a trusted adviser to internal partners and teams (including C-Level executives) Highly organized and accountable; Able to develop, lead, and communicate status of projects across teams in support of a common goal. Delivers projects on time and with high quality. Tenacity, passion, and a highly developed sense of curiosity; Resilient and a team player with a great sense of humour   #LI-BF1 #LI-remote Salsify loves a good success story and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and that years of experience does not guarantee on-the-job effectiveness or leadership potential. Our hiring process involves recognizing a person’s achievements, subject matter expertise, and passion, not just check marks next to a job description. If you have an interest in our roles please do not hesitate to apply - we would be happy to speak with you! A member of Talent ' talent@salsify.com ' will be reaching out about next steps if we would like to move forward. Salsify’s mission is to empower brand manufacturers to win on the digital shelf. Helping brand manufacturers to win online is what we do. Our culture is who we are. We are empowered. We are positive thinkers. We take action. We care deeply. These values have driven Salsify’s growth and earned the company numerous top workplace awards. We are headquartered in Boston, Massachusetts and have hubs in Lisbon (Portugal), Paris (France), and Sydney (Australia). If you are excited to work in a fast-paced environment with a team that values agility, curiosity and passion, we want to hear from you! Please see our  Candidate Privacy Statement for information on the personal data we process in connection with your application. An Inclusive Place To Work Salsify does not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. Studies have found that people of color and women do not apply to jobs if they do not meet all the requirements. At Salsify we are committed to empowering a diverse workforce. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.  Accommodations Salsify is committed to an inclusive hiring process, and we aim to provide accommodations for persons with disabilities. If you need any accommodations for the application or throughout the interview process please contact cx@salsify.com .